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Kudos0

pop-up -'Trial version expired' on Active licence (Dec 2022)

Posted: 23-Jul-2022 | 10:41PM · 4 Replies ·

I have received a 'Trial version expired' pop-up twice in 2 weeks despite 'My account' showing my 'Norton360' subscription active to Dec/2022. Using Win 11 Home on slow internet connection.

Is this a scam/virus or poor housing keeping on Norton's part ?

Is Norton finding an old licence I have long since abandoned ?

Note: Corrected by accessing 'My Account' each time.

If not for 'Password Manager', I would consider removing 'Norton 360' for 'Windows Defender' should this persist.

Labels: Customer Support Feedback, Popup, Subscription, Windows 11, My Norton, Activation

Replies

Kudos0

Re: pop-up -'Trial version expired' on Active licence (Dec 2022)

Posted: 24-Jul-2022 | 5:49AM · Permalink

You mention a slow internet connection. Are you disconnecting from the internet when not using it? If so, and you are disconnected for more than a week, your Norton product will require you to connect to confirm your subscription status.

If you open the 360 interface, what is shown for Subscription Status? Top left for the new My Norton interface, bottom left for the classic interface.  Is there a number of days remaining, or Active showing? 

Kudos0

Re: pop-up -'Trial version expired' on Active licence (Dec 2022)

Posted: 24-Jul-2022 | 3:43PM · Permalink

Hi Permalink

I have a USB Wi-Fi modem on a USB mains power adapter. The Modem does not drop out (by its lights), but speed drops to below dial-up speed on occasion (After school especially). Wi-Fi signal appears strong. My Subscription status is Active - expires in Dec 2022.

Since posting, I have remembered that the Gigabyte motherboard application called 'APP Centre', continually attempted to download 'Norton anti-virus' among other hardware specific applications. I eventually allowed this knowing I already had Norton360 loaded and assumed no harm would be done. 

I also suspect that when the 'Trial' expired, it went into a 'buy me' cycle of generating the pop-up and disabling the 'Trial' which also disables  access to Norton360. Accessing 'My Account' re-activates the subscription. I have only 1 active registered code number.

I suspect the Norton 'Trial' installation process does not check for an existing, active, subscription before registering an active 'Trial' ? Nor does Norton check for an existing active subscription before activating the 'buy me' pop-up and disabling access to Norton360. 

Kudos0

Re: pop-up -'Trial version expired' on Active licence (Dec 2022)

Posted: 24-Jul-2022 | 4:02PM · Permalink

If you had installed a second Norton installation, it could have messed up the subscription information in your Windows registry. Best to get a fresh install of your 360. 

Download and run the Norton Removal and Reinstall Tool from   www.norton.com/nrnr   Be sure you use the Advanced Options > Remove Only. Then restart your computer, be sure you are using the Restart command. Not Shutdown and startup again if you have Windows Fast Startup feature enabled. If you use Windows 8/8.1, 10 or 11, there can be an issue with the Windows Fast Startup feature.. See more information here.

Then log into your Norton Account and download a fresh copy of your Norton Product. Then run LiveUpdate manually a few times, restarting as necessary, until no updates are available? Then restart again.

Kudos0

Re: pop-up -'Trial version expired' on Active licence (Dec 2022)

Posted: 26-Jul-2022 | 10:21PM · Permalink

Update: Was locked out of account on 2 PCs if logging in via the Norton360 app. on either today. Remove and re-instill appears to have fixed? one. 2nd PC required a remove and download to fix?.

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